Mona Cooper Email & Phone Number

Boise, Idaho Area

Directed the daily operations of this high-volume, Customer Service Center (CSC) by igniting and unifying customer service team applying lean and continuous process improvement methodologies. Planned, coordinated, developed, and conducted training for new personnel, while identifying trends and making recommendations for changes in metrics and training. Set individual goals to develop the team effectively, while administering ongoing coaching by applying different methods for optimal learning. Leadership responsibilities included culture and talent management, coaching, performance management, interviewing, and selection and onboarding of new team members.• Increased team productivity by 100% and overall team performance by 18% in 3 months• Identified error in metric formulas and corrected to show 100% workforce metrics for improving staffing models and recruiting practices• Revamped efficiency taskforce project improving the call disposition times by 44% and overall call center efficiency by 21%

Boise, Idaho Area

Consulting project manager for construction site setup responsible for design, procurement, and installation of a 9000+ sq. ft. office space defining project deliverables and monitored status of tasks utilizing various analytical tools. Oversaw all daily operations, including projects, schedule, budget, contracts, and vendor accounts. Drafted action plans for proposed technical changes, process changes and led communication meetings with department executives to review project status. Partnered with clients to identify gaps in proposals and ensure the quality of all deliverables by facilitating QA and user testing. Developed policies and procedures for optimal site functioning

East Granby, Connecticut

Directed and coordinated the planning, development, and administration of the service and parts departments to ensure the achievement of companies goals, business plans, and strategy within the power generation industry. Oversaw for all aspects of OSHA compliance including management, documentation, training, OSHA accident investigations, and audits and managed Parts department and Facilities, while managing, maintaining, and supporting the reliability of the systems, equipment, properties, and assets in a 20,000 sq. ft. facility. Through leadership, mentoring, coaching, teambuilding and using lean system processes, maximized both operations and productivity efforts.• Maximized overall branch efficiency from 67% to 94%• Reduced outstanding backlog covering 2 branches in 9 states, by 78%, and increased company NOI over 30% within 8 months• Expanded the overall size of the department by 65%• Developed and restructured the policy and procedures directly impacting the improvement of sales, rentals, service, marketing, and new service development

Newark, New Jersey

Operated in various agencies within the national security sector with duties encompassing operations center assistance for all needs: inventory control, security special operations, and working with management, executive staff, and other Law Enforcement agencies. Interacted with the public, giving direction and responding to questions and needs with quality customer service excelling in making effective decisions in both crisis and routine situations. • Created file tracking process leading to the first time audit pass and moving from efficiency of 67% efficiency to 99.9% and maintaining for the remainder of tenure• Awarded 5 Commendation letters for outstanding employee contribution and exemplary service• Received 4 time off awards for exceeding audit goals • Promoted from US Citizenship and Immigration Services to Immigration Customs Enforcements Office of the Principal Legal Advisor to run the largest and most comprehensive legal docket for 14 attorneys

Bachelors Degree, Bsw

Associates Degree, Automotive And Diesel Technology